At Fingerhut, you will enter a culture that encourages team members to be bold and courageous. A culture that is zealous in pursuit of our mission to help our customers live a better financial life. In this culture, our team members find opportunities to stretch themselves, have a voice that is valued and is listened to have a sizeable impact on the business, work cross-functionally and collaboratively. We are continually innovating and improving, challenging ourselves to take risks, learn from mistakes, and celebrate success as a team. We also grow careers, giving employees on-the-job stretch assignments, lateral moves to expand knowledge bases, and promotional opportunities that help to accelerate development. 

Position Summary: 

The role of the Dialer Operator is to support and operate the company’s automated dialer systems. This role will ensure efficient use of the dialer, optimizing productivity and maintaining accuracy. This role will support our outbound call center operations, ensuring smooth communication between customers and agents.

This is not just another job; Fingerhut’s mission is to help Americans live a better financial life by helping them establish, build, or rebuild their credit. You’ll help the business hold itself accountable to deliver on our mission every day.

We empower each employee to put the customer first and our culture of ensuring all employees have an impact enables an entrepreneurial passion. No matter what stage of your career, you’ll make an impact on business results and interface with key leaders. As we continue to invest in machine learning, data-driven modeling, CRM tools and innovation, the future is very exciting. Join us in our mission! 

This role is based out of our Eden Prairie, MN head office within our hybrid environment that has team members come into the office 3 days a week.    

 Duties and Responsibilities:  

Collaborates with Dialer Management Optimizes daily performance of dialers, evaluates the dialer's performance real-time and adjusts to changing conditions Implements call lists schedules, ensures integrity of call center dialer and system strategies Performs day-to-day operations of dialer strategy programs Enables monitoring of agent-level efficiency metrics Enables monitoring of campaign effectiveness metrics Incorporates resource scheduling activities to maintain adequate staffing levels to support call center strategies Ensures timely report production Provides responsive analysis and resolution to situations affecting system availability and/or performance Continually works to maintain/improve system stability and performance Providing direct customer service on elevated, typically sensitive or complex dialer issues 

Required Qualifications:

Previous experience with dialer operations in a financial services lending or unsecured debt environment is essential including multi-site operations Knowledge of predictive dialers, Inbound ACDs and Call Center IVR Basic MS-Office skills using MS-Access and MS-Excel in a production environment

Preferred Qualifications:

Bachelor’s Degree Experience with the LiveVox dialer platform Basic SQL Skills to assist in reporting Competency in developing effective solutions to diverse and complex business problems Demonstrated understanding and capability in managing Predictive and Proactive dialer modes in a blended agent environment

This position requires prolonged periods of sitting, working with a computer and other work-related equipment up to 9 hours per day. Additionally, tasks may include occasional lifting of documents up to 10 pounds. When working in the office, home and/or other locations there will be occasional bending, twisting, reaching and moving. If you have a physical or medical limitation that may impact your ability to perform any of these tasks, please consult with Human Resources to explore potential accommodations.

About Fingerhut: 

BLST Operating Company (Bluestem Brands) is a group of FinTech, and eCommerce Retail businesses (www.bluestem.com) led by our Fingerhut and Orchard Portfolios. This position falls under Fingerhut – a long-standing fintech company. Check out www.fingerhut.com to see who we are and what we do for our customers. Fingerhut fuses our extensive years of data modeling and real-time analytics through machine learning to provide flexible payment options for our valued customers looking to establish, build, or rebuild credit. Qualifying customers use their accounts for e-Commerce purchases at fingerhut.com for everything they and their family need across a broad selection of national brands. 

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